Introduction
At kaonavi, we envision a future where everyone can thrive and “Implement technology to WORK and modify the specifications of society leveraging individual power”
To realize this purpose and provide better service, it is essential to build up our trust between customers and employees. With the aim of providing services that customers can use with peace of mind and realizing a workplace environment in which the employees of our group can work with peace of mind, we hereby establish the following "Customer Harassment Response Policy."
Acts of Customer Harassment
Our group defines customer harassment in accordance with the Act on Comprehensively Advancing Labor Measures, and Stabilizing the Employment of Workers, and Enriching Workers' Vocational Lives (as amended, effective October 1, 2026) and its related guidelines, as follows
- The conduct in question is that of a customer, business partner, or other person who has a relationship with our business (including prospective users of our services; hereinafter referred to as "Customers, etc.")
- The content of the demand made by the Customer, etc., or the means or manner by which the Customer, etc. seeks to realize that demand, exceeds the scope that is socially acceptable in light of the nature of the employee's duties and other circumstances.
- As a result of the above, the working environment of the employees of our group is harmed.
Examples of such acts include, but are not limited to, the following
Opinions, comments, and legitimate requests made within the scope that is socially acceptable do not constitute customer harassment, and we will continue to use such feedback to improve our services going forward.
Physical or Verbal Abuse and Intimidation
- Assault, such as hitting, kicking, striking, throwing objects at, or intentionally colliding with an employee.
- Shouting, intimidation, or abusive language.
- Threatening an employee by, for example, suggesting — in person, in writing, or online via social media, etc. — that negative rumors about the company or the employee will be made public.
- Covert or unauthorized filming or photography.
- Disclosing an employee's sensitive personal information, such as sexual orientation or gender identity, to third parties without the employee's consent (“outing”), or compelling the disclosure of such information.
- Forcing apologies or excessive groveling.
Persistent or Excessive Communication
- Persistently and repeatedly sending similar contact by phone, email, or other means.
- Repeating the same demand or the same question.
- Diverting conversations, nitpicking, or persistent criticism.
Restrictive Actions
- Unreasonably binding an employee's time by, for example, refusing to end a lengthy phone call or online meeting, or preventing the employee from leaving the place where the response is taking place.
Excessive and Unjustified Demands
- Unfounded demands for financial compensation.
- Refusal to pay legitimate cancellation fees, or demands for unjust refunds.
- Demands that exceed contractual agreements.
- Demands unrelated to our services.
Personal Attacks on Employees
- Disclosing employees’ names or other information relating to their privacy online or on social media, or making defamatory remarks.
Other
- Discriminatory or sexual remarks(including insulting remarks concerning sexual orientation or gender identity), among others.
Responses to Customer Harassment
External Measures
- We strive to build positive relationships through courteous communication with customers.
- In the event of customer harassment, we respond firmly and seek reasonable and rational dialogue.
- If resolution cannot be achieved, we may suspend service provision or customer support for the individual in question.
- If particularly malicious conduct is repeated, we may take measures such as sending a written warning, or refusing entry to our workplace or further contact with our employees.
- In addition, where necessary, we will work with external specialists, such as the police or legal counsel, and take strict action, including legal measures.
- We may record audio or video of business discussions and other interactions with Customers, etc. in the ordinary course of business, so that we are able to verify the facts at a later date. Information obtained in this way will be handled appropriately, in accordance with our Privacy Policy and within the scope necessary to verify the facts of, and prevent the recurrence of, customer harassment.
Internal Measures
- We educate and inform employees about our policy on customer harassment prevention.
- Procedures for handling customer harassment incidents are established, and training is provided on appropriate responses.
- We ensure a support system for employees to consult immediately when harassment occurs.
- Prioritizing the mental and physical well-being of affected employees, we take necessary measures to protect the privacy of both victims and those who report incidents.
- We will ensure that no employee is subjected to disadvantageous treatment on the grounds that the employee has sought advice regarding customer harassment or for other related reasons.
- To prevent recurrence, we continuously review cases and improve our response system as part of an ongoing commitment to improvement.
We ask for the understanding and cooperation of our Customers, etc. in ensuring that the working environment of our employees is not harmed.
Established: October 25, 2024
Revised: October 1, 2026